About Skyhigh Security Support
How to Open a Case with Skyhigh Security Support
The Skyhigh Security Technical Support team is your point of contact for all post-sales technical issues (24/7/365), based on the entitled Support Program (see table).
You can open a case with technical support via the Skyhigh Security Support Portal or use Skyhigh Security Helpline numbers:
- Skyhigh Security Support Portal.
- The portal is accessible at https://www.skyhighsecurity.com/en-us/support.html.
- Register on the portal to open and track support requests online, and view your support history.
- Skyhigh Security Grant Number. The Grant Number is required to contact Skyhigh Security Support.
Case Response Target and Priority
Response times and updates depend on your organization's Skyhigh Security Care Plan, as reflected below.
|
Response Charter |
Care Plan Name |
Severity 1 |
Severity 2 |
Severity 3 |
Severity 4 |
|---|---|---|---|---|---|
|
Initial Response |
Premium Care |
30 min |
1 hour |
4 hours |
1 business day |
|
Enterprise Care |
1 hour |
2 hours |
4 – 8 hours |
1 business day |
|
|
Basic Care |
2 hours |
4 hours |
1 business day |
2 business days |
|
|
Update Frequency |
Premium Care |
At least once per hour* |
At least twice per day* |
As negotiated with the customer |
As negotiated with the customer |
|
Enterprise Care |
|||||
|
Basic Care |
At least once every 2 hours* |
At least once per day* |
*Or as negotiated with the customer.
Note that Federal Care Plans are also available upon request to your federal account manager.
| Case Severity | Description |
|---|---|
| Severity 1 | A critical part of Skyhigh Security is unusable and impacts your business. |
| Severity 2 | An important part of Skyhigh Security functions incorrectly and cannot be used, but all business processes continue to work. |
| Severity 3 | A part of Skyhigh Security functions incorrectly, but the system can be used. The error interferes with normal operations or occurs intermittently. All business processes continue to work. |
| Severity 4 | Problems with tasks such as adding a CSP or log validation. |
Support Escalation Matrix
If for any reason, you are not satisfied with the progress of your case, you can escalate the case at any time by calling Skyhigh Security Support. Support escalation contacts are available 24/7 and will follow up the escalation and assign the proper resources to drive the case to a resolution.
Customer’s Responsibilities
Before opening a case, please have the following information available:
- Definition of the problem in detail.
- Priority level and impact of the problem.
- Skyhigh Security software version.
- Appropriate configuration, log, and debug data.
- Current network topology. (Not required but highly recommended to help with the troubleshooting process for Severity 1 and 2 cases.)
- Remote access for the Technical Support Engineer (TSE).
Skyhigh Security Support Ticket Resolution Process
The Technical Support Engineer (TSE) uses all required resources to provide a resolution to the reported problem. Where a resolution is not readily available, the TSE looks for ways to work around or mitigate the impact of the problem until a resolution is available.
To keep you informed of the progress on all open issues, the TSE updates the online case notes. You can log into the Support Portal (https://www.skyhighsecurity.com/en-us/support.html) and obtain updated status information about your case.
As part of the resolution process, the TSE can take any of the following steps:
- Review configuration and debug information to identify a resolution for the issue.
- Gather any relevant logs from the system as required.
- Replicate the scenario/issue in the TS lab (where possible).
- Troubleshoot live on the affected network.
- Create an engineering defect (bug) when a cause appears to be a product defect.
Product Defect (Bug) Reporting Process
Please see the Skyhigh Security Release Notes for the latest product information and Skyhigh Security Cloud Bug Fixes and Known Issues for information about issues or existing bugs.
Any new or suspected product defects (bugs) found in the field should be reported to Skyhigh Security Support using the problem reporting procedure described above. The Technical Support team verifies all issues before they are escalated to development engineering, and all known product defects are documented.
FAQs
Grant Numbers
Grant Numbers required for registering on the Skyhigh Security Support Portal are provided to your account’s Primary and Secondary contact and any additional contact who has opened a case with Skyhigh Security Support in the last nine months. Details are also shared with the account’s Business Contact as captured in the order details.
You can share Grant Numbers within your organization and with your resellers so they can open cases on your behalf.
One Grant Number may be associated with only one tenant ID.
Existing Cases
Existing cases are migrated to the Skyhigh Security Support system and Skyhigh Security Support continues to engage in these cases. Existing cases number persist within the Skyhigh Security Support system. But, a new case number in the new system is generated as well.
Customers can use an existing Skyhigh Security Support Portal login with an existing Grant Number to log a case with Skyhigh Security Support. Skyhigh Security Support checks for a valid entitlement for Skyhigh Security products and associates the SR number with the correct Grant Number.